National Customer Service Week 2025
This week, we have joined organisations across the country in marking The Institute of Customer Service’s National Customer Service Week, a chance to celebrate great service, recognise the people who deliver it, and think about how we can keep improving.
Heartbeat - Putting customers at the heart of everything we do
As part of this, we are highlighting Heartbeat, North Star’s initiative launched in spring to bring our values to life and improve customer satisfaction.
Heartbeat is made up of staff groups based around each housing officer’s patch. Each group brings together colleagues from different teams to connect with our customers, understand their needs, and work on projects that make a real difference in the community.
Since launching, Heartbeat groups have been busy making an impact. In Stockton and Thornaby, colleagues have held stalls at community events, collected donations for local causes, and spent a day sprucing up the garden at one of our supported housing schemes. They added plants, sandpits, and chalkboards for the young families to enjoy.
In Darlington, teams have led litter picks, provided a free large item removal service, and organised a community fun day with face painting, games, and free food for children and families.
In Hartlepool, with help from our contractor Ian Williams, colleagues transformed untidy outdoor spaces into safer, more welcoming areas for residents.
There is much more to come, including Halloween-themed family community events planned in Cockerton on 27th October and in Middlesbrough at the International Community Centre on 29th October.
Our Chief Executive, James Walder, said: “I’m incredibly proud of the dedication our staff have shown to bring Heartbeat to life. Their commitment and creativity have already made a real impact. It’s been fantastic to see relationships growing not only between colleagues, but also with partner organisations and, most importantly, our customers. The way our teams have connected with communities, listened to what matters most, and taken action to make a difference has been brilliant to see.”
Learning Together
Colleagues from across the business - from apprentices to senior managers and directors - have recently completed the Institute of Customer Service's Customer Service Essentials certificate course. Almost a quarter of staff have taken part, including representatives from every Heartbeat group.
The course also included our external repairs contractors, so everyone who works with North Star customers shares the same approach. Exercises highlighted the gap between what customers expect and what organisations deliver, and showed how small interactions can make a big difference.
“The training has been fantastic,” said Sean Lawless, Director of Customer Experience and Transformation. “People found it really worthwhile and a timely refresher for everyone.”
The aim is to create a shared understanding of what great customer service looks like at North Star. We are embedding this learning into everyday practice and using insights from The Institute’s Business Benchmarking survey to improve further.
National Customer Service Week is a reminder that great service is not just delivered by those on the frontline, but by everyone at North Star working together to provide the best experience for our customers. Through Heartbeat, training, and collaboration, we are building stronger relationships and keeping customers at the heart of everything we do.
